CATANZA Jenkins

• Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
• Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
• Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
• Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
• Delivered excellent patient experiences and direct care.
• Coordinated with insurance companies for accurate billing and claim processing, reducing errors and financial discrepancies.
• Fostered strong relationships with referral sources for increased network connections, benefiting both the clinic and its patients through expanded resources.
• Acted as a knowledgeable resource for patients seeking information about community resources and support services available to them in their healthcare journey.
• Resolved patient concerns and complaints with empathy and professionalism, restoring trust in healthcare services.

• Worked productively in fast-moving work environment to process large volumes of claims.
• Followed up with customers on unresolved issues.
• Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
• Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
• Developed strong relationships with clients, facilitating trust and open communication during the claims process.
• Enhanced claim processing efficiency by streamlining workflows and implementing best practices.
• Collaborated with cross-functional teams to expedite complex claims investigations and resolutions.
• Conducted detailed assessments of claims documents, ensuring accuracy and completeness before submission for approval.

• Coached and mentored 21 staff members through constructive feedback to develop long-term career goals.
• Conducted employee evaluations and reviews.
• Identified and corrected performance and personnel issues to reduce impact to business operations.
• Treated associates with fairness and respect, providing recognition of accomplishments.
• Delegated work to staff, setting priorities and goals.
• Coached staff on strategies to enhance performance and improve customer relations.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Coordinated with staff to clarify information and enforce procedures resulting in effective problem solving and smoother operations.
• Reviewed employee performance every week and delivered constructive feedback to improve weaknesses.

• Acknowledged customer issues and resolved their problems quickly and efficiently.
• Assisted clients in understanding their available options and helped them select the right service plans for their needs.
• Effectively communicated with other employees and upper management to ensure complete care of customers.
• Emphasized the specific product features that would stand out to customers, showing them product limitations and capabilities.
• Fulfilled administrative duties, including completing and filing paperwork, directing a multi-line phone and setting appointments.
• Consulted with management in order to evaluate different goals and outcomes for training.
• Conferenced with individual workers in order to evaluate progress and address concerns.
• Delivered lectures and training sessions to employees during an instructional session workshop on Sales, resolving customers' issues and Making Customer Service our best product.
• Implemented standard training procedures for a company that was looking to increase employee performance.
• Planned a training curriculum for Transitional Sales Rate in order to increase employee proficiency in Sales.

· Created and tracked performance, workload, and corrective action plans.

· Participated in presenting monthly analysis of field failures to cross functional management team and make recommendations for improvement opportunities.

· Establish a safe workplace in accordance with established operating procedures and practices.

· Assisted in the development and implementation of strategic plans, initiatives, direction, pay discussions and performance discussions.

· Developed plans and objectives and participated in cross-functional projects to improve operational performance for the organization.

· Managed the hiring, staffing and maintaining of a diverse and effective workforce.

· Established and maintains systems that provide solutions to customer questions and problems.

· Selected, developed, and evaluated personnel to ensure the efficient operation of the function.

· Analyzed and responded to operational, productivity, and/or customer satisfaction data.

· Reported new or recurring problems to design departments.

· Directed the efforts of others in the achievement of the strategic and operational objectives of the group.

· Ensured representatives are properly trained when old products are upgraded, or new products are released.

• Coordinated cross-functional teams to address software and hardware issues, improving overall product quality.
• Implemented performance metrics to monitor team productivity, identifying areas of improvement and implementing necessary changes.

• Assisted clients in understanding their available options and helped them select the right service plans for their needs.
• Acknowledged customer issues and resolved their problems quickly and efficiently.
• Contacted existing and new customers to discover their needs and to explain how certain products could be useful to them.
• Effectively communicated with other employees and upper management to ensure complete care of customers.
• Informed customers about current promotions and sales, encouraging them to take advantage.
• Prepared bank deposits and cash balance reports and reconciled bank statements.
• Scanned all invoices and filed all checks in accordance with established policies.
• Maintained a clean and orderly reception and lounge area.
• Managed incoming and outgoing call duties included but not limited to answering and taking detailed, accurate messages.
• Oversaw the interview process by screening resumes and coordinating both in-person And Phone Interviews.
• Arranged and organized a detailed calendar showcasing all meetings, travel plans, business events and social events.
• Processed rebates, reports and check requests for clients.
• Successfully obtained signatures for all important documents such as financial, internal and external invoices.
• Devised ways to improve workflow or process improvements, thus allowing for more functions.

• Responded to Client Queries or Complaints by Phone or E-mail as Appropriate.
• Maintained Contact with New and Existing Clients.
• Forwarded Important and Serious Matters to The Seniors.
• Updated Clients Contact Information and Other Details in The Customer Database.
• Set Appointments with Potential Clients.
• Provided Clients with Detailed Information on Products and Services.
• Inbound and Outbound Customer Service Support.
• Maintaining Quality of Service Through Quality Assurance.